Overview
If you or a colleague can't sign in to Mobaro, the cause is usually one of a few things: the wrong email or password, an email address you can no longer receive mail at, a disabled account, an outdated app, or an account managed by your HR system. This article helps you find which one and fix it.
For the full steps to change or reset a password, see Change or reset your Mobaro password.
At a glance |
|
Who can do this | Anyone can reset their own password. Super Users or a Role with Users › Modify can set another User's password. |
Where | The sign-in screen (Forgot password?), and Users in the Backend |
Works on | Backend (web) and Mobile app |
Availability | All organizations |
Check the email and password
Use the email address on the Mobaro user. Mobaro signs you in with your email. Small differences, such as .com instead of .co.uk, or an old address after your organization changed email domains, stop the sign-in.
Check both the email and the password. On the web, Mobaro shows Incorrect email or password. whether the email or the password is wrong, so the message doesn't tell you which one.
Check that the user exists. Ask a Super User or manager to search for the person in Users. If there's no user, they can create one. If Mobaro says Email is in use, the email already belongs to a Mobaro user, possibly in another organization, and Mobaro Support can add them to yours.
Single sign-on users sign in with their company account, and their password is managed by their company, not Mobaro. See Controlling SSO access with user groups.
Reset or set the password
Reset it from the sign-in screen. Select Forgot password?, enter the registered email and follow the emailed code to set a new password. On the web, you can open a private or incognito window to reach the sign-in screen.
If the User knows their current password, they can change it from their profile while signed in instead.
If the email on the account is outdated or can't receive mail, the User can't finish the reset. A Super User, or anyone with a Role with Users › Modify, can set a new password for them in Users. See What to do if you can't access your password reset email.
⚠️ Heads-up: No one in your organization can set a Super User's password or edit a Super User, not even another Super User. If a Super User can't reset their own password, contact Mobaro Support.
Disabled accounts
A disabled User sees Your account has been disabled on the web, or a message in the app that their user has been disabled. Disabling applies to one organization at a time.
To enable the User again, a Super User, someone with a Role with Users › Delete, the person who created the User, or an Administrator of one of the User's User Groups can select them in Users and click Enable.
A User disabled in every organization they belong to can't use Mobaro until they're enabled again. Resetting the password doesn't help.
A disabled Super User loses Super User status in that organization. Enabling the User again doesn't restore it; ask Mobaro. See Deactivating a Super User.
If your organization has stopped using Mobaro, or moved your team to another organization, accounts in the old organization may have been disabled on purpose. Check with your manager which system and account to use.
Update or reinstall the app
If sign-in fails only in the Mobaro app, update it. Older app versions can stop working with Mobaro: if the app shows Required update available, tap Update App. You can also update from the App Store or Google Play. See How to download and update the Mobaro mobile app.
If the problem continues after you've checked the email, the password and the app version, uninstall and reinstall the app.
🛑 Critical: Before you uninstall the Mobaro app, check that the home screen shows No pending uploads. Uninstalling removes the app's data from the device, including Checklist answers that haven't been uploaded yet.
Accounts managed by an HR system
Some organizations create and update Mobaro Users automatically from an HR or identity system through the Mobaro API. Changes made by hand in Mobaro, such as a new email address, can then be overwritten at the next sync. If a User's details keep changing, or they were given new sign-in details by their employer, check with your HR or IT team before you change anything in Mobaro.
Best practices
Keep each User's email address up to date, especially when your organization changes email domains.
Make sure every Super User has an email address they can receive mail at, because no one in your organization can reset a Super User's password for them.
Keep the Mobaro app up to date on every device.
If your Users come from an HR system, make changes there rather than in Mobaro.
Frequently asked questions
I forgot my password. How do I reset it?
Select Forgot password? on the sign-in screen and follow the emailed code. If you can't receive the email, ask a Super User to set a new password. See Change or reset your Mobaro password.
What's my username?
Your email address. Mobaro signs you in with the email on your Mobaro user. If you're not sure which address that is, ask a Super User or your manager; they can look you up in Users.
How do I reset another user's password?
Open the User in Users, set a new password and save. You need to be a Super User or have a Role with Users › Modify, in every organization the User belongs to. You can't set a Super User's password. See Change or reset your Mobaro password.
It says "Incorrect email or password", but the details are right. What now?
Check the email character by character, including the domain, and check Caps Lock. Mobaro shows this message when either one is wrong. If it still fails, reset the password, or ask a Super User to set a new one and try again.
When I create the user, it says the email is in use. What do I do?
The email already belongs to a Mobaro user, even if you can't see them: email addresses are unique across all of Mobaro. The user may belong to another organization. Contact Mobaro Support to add the existing user to your organization.
My super user account has been deactivated. Is that an error?
Ask Mobaro Support. Disabling a Super User removes their Super User status in that organization, and enabling them again doesn't restore it; only Mobaro can grant it again. See Activating a new Super User.